Passenger satisfaction continues to rise on Edinburgh Trams

Passengers travelling on Edinburgh Trams remain highly satisfied with the service on offer according to a new survey conducted by the Institute of Customer Service.

More than 500 passengers were questioned with the institute awarding Edinburgh Trams a score of 87.9. This is more than 15 points above the transport industry average and 10 points higher than the multi-sector average. At a time when many customer satisfaction ratings are going down Edinburgh Trams have seen an increase from 2017 with the score up by more than two points.

Dean Anderson, Customer Experience Manager at Edinburgh Trams, said: “We’re absolutely thrilled with the results as they recognise the commitment to customer service we have as the operator of the tramway. The survey also allows us to compare our standards not only within the industry but across all sectors including well respected brands such as Amazon, John Lewis and Next.”

Other good points from the survey were that a staggering 73% of those questioned would promote Edinburgh Trams – the transport sector average is just 3.5%!

More than 50 passengers also mentioned they would like to see the tram extended to Newhaven (a decision on which is hoped for later this year) whilst many used words such as quick, efficient, reliable, clean and friendly when describing the service.

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